The worst possible watch brand in existence! MUST READI bought a rietling watch from biecester village as a gift for myself at the end of 2023, I bought a new strap online and wanted brietling to fit it for me in case I damaged it doing it myself. So I went to my closest branch in Westfield's Stratford, I gave my watch to a member of staff and he was struggling to change the strap, after the watch strap was changed, I inspected the watch to find deep scratches, almost dents on the caseback, where he changed the strap! I asked to speak to a manager and when the store manager arrived the staff member insisted I was lying and didn't cause the damage, I was furious 😤, the store manager accepted liability and send the watch off to be repaired. After 1 month of waiting I called the store for an update, they said it's still being repaired and gave me a customer service number to call. I called the customer service number for a month and everytime i rang up, I was given I different story. The final time I called they told me my watch was sent back to the store in Jan, so i was ringing the customer service number for a month and the watch was back in store.I called Brietling store at Westfield's and they didn't have the watch, so at this point I don't know where the watch is after 2 months and niether did they. I had enough, I demanded a refund, the Westfields store said I would have to take the watch back to Bicester village. After arguing my point I left the store and got a call from the area manager who refused to refund me and said i will have to be patient and wait for the watch 😡. Another month of waiting (at this point I've been exchanging emails and spoken to solicitors). Finally after 3 months, the watch came back to the store, I asked for pictures of the watch, the deep scratches was still there and there was more scratches around the caseback, so 3 months of waiting and there was more damage to the watch! I called the area manager again who decided to send the watch back to Brietling to try and repair it again, I refused, however he sent the watch anyway! I sent letters to Brietling store that damage my watch telling them i am taking legal action, they stated they were watches of Switzerland not brietling, ( SO WHO AM I TAKING TO COURT THEN). My solicitor said they have to place you in the same position you were in before the damage happened. 1 month later totaling 4 months the watch returned to the store, apparently fixed. I told them I don't care get me a refund, I was refused again! As a gesture of good will they offered me a new watch strap for the inconvenience, I laugh and thought they couldn't be serious, but they were. Trying to play them at their own game, I asked them to extend my warranty as I lost months from them trying to fix the watch, they accepted and tried to get me to sign a non disclosure agreement referring to them not being able to fix the watch, I refused. Here's the clever part they were watches of Switzerland and couldn't extend brietling warranty on my digital passport even though it said brietling on the shop in Westfield's and they are joined to Brietling. (now they couldn't place me in the same position as I was in) and didn't receive a response from the store after this point.5 months in at this point. I got a email from the director of brietling, saying I couldn't be refunded, but I could have any new watch from Brietling Bicester village, I stated if I'm not going to receive refund then I want a brand new watch from 2024, I asked for him to send me a list of available watches.I asked how would I know the watch was from 2024 as there is no way to date the watch (the date on caseback is when is was manufactured, it said 2022, so it wasn't from 2024).My watch was discontinued so I pick the closest model to mine ( i could just sell it, i had enough of Brietling) , I then had a reply asking how I would like to pay the difference -_-. My blood boiled, I said why would I pay the difference when you damaged my watch and received no response.7 months in I started calling the director asking if he was going to respond, I was finally refunded my money. This isn't a luxury company in the slightest, using any sleazy tactik to try and avoid refunding me, the service was awful, I will never buy from this company again. DISGUSTING
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